Does Your Brand Suffer from a Split Personality?

Let's say you've been consistently active in the world of social media for many months. You update your Facebook page daily and spark good dialogue with your fans. You tweet nothing but interesting tidbits of news, information and advice that get re-tweeted through your followers' networks. You even have a thriving blog with a strong following, and you've established a voice of authority in this community. In every channel where you engage with members of your online tribe, your brand exudes a personality that is vibrant, genuine and passionate. Congratulations! You're the master of your social media domain. But now it's time for a reality check – as in the everyday reality of your business operations. When fans and followers from your social networks interact with you and your employees in the real world, does their experience live up to their expectations? When fans and followers from your social networks interact with you and your employees in the real world, does their experience live up to their expectations? When a customer calls your business, how long do they have to wait on hold and how many times must they be transferred before their needs are fulfilled? If a customer needs to return an item to your store, is their request handled graciously and expeditiously or begrudgingly with hassles over receipts and return policies? Do the salespeople on your front lines engage your customers with the same attentiveness and enthusiasm as you do online, or do they look and act like disenchanted worker drones just wasting away the hours until the 5:00 whistle blows? It's relatively easy to maintain a sparkling brand personality when you're in front of your keyboard, but that personality doesn't exist in an online vacuum. Each time you and your employees have the opportunity to interact with your customers in person or over the phone, your brand's reputation is put to the test. If you're known to fans and followers on your social media networks for being helpful, courteous and knowledgeable, they will expect nothing less when they call your business or come into your store. Therefore, in order to protect their trust in your brand and their belief in your brand’s promise, it's critical to evaluate your day-to-day customer service policies and protocols to ensure that every exchange embodies these values. If you're exposed as a phony, your former fans and followers will be quick to turn on you. All the time, energy and resources that you've poured into cultivating authentic connections with your community in the Web marketing universe can be rendered moot in an instant if your care and conviction doesn't translate when your customers unplug and engage with you and your employees person-to-person. If you're exposed as a phony, your former fans and followers will be quick to turn on you. Once lost, their goodwill is very difficult to regain, and almost nothing can save you from the viral nature of a disgruntled customer with a megaphone on Facebook or Twitter.

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Haiti Earthquake Relief: 10 Ways You Can Help Today

Day in and day out, the agents of Fame Foundry practice and preach the ways that technology, the Web and social media can help businesses survive in an ever-changing and highly competitive marketplace. Today, however, our hearts are with the victims of the earthquake in Haiti, and our focus has turned to the ways these same tools offer opportunities for all of us to come to the aid of the thousands of Haitians affected by this disaster. Within hours of the earthquake, nonprofits, charities and corporations sprang into action, establishing emergency relief funds to collect contributions online and via text message. Following is a list of trusted organizations that are using the power of the Internet and social media to drive an immediate response in the aftermath of devastation.

American Red Cross

Help the American Red Cross and its team of responders as they provide a wide range of support to victims, including food, water, field hospitals, transportation and sanitation services. Donate online and designate your gift to Haiti Relief and Development. You can also give $10 by texting "HAITI" to 90999, and your contribution will be added to your next phone bill. The Red Cross has already raised more than $10 million via mobile donations. In addition, you can make a donation through iTunes. Set denominations range from $5 to $200, which will be charged directly to your iTunes account, with 100 percent of proceeds going to the Red Cross.

CARE

CARE has established the Haiti Emergency Response Fund, with a goal of raising $10 million to support a multi-year response effort that will provide both immediate relief and long-term rehabilitation. You can help by making a donation on the CARE website or via Google's Support Disaster Relief in Haiti page using Google checkout.

Direct Relief International

Direct Relief is airlifting medications and medical supplies to Haiti, including antibiotics, sterilization products, bandages and other items needed to treat the injured. Help them by contributing online and selecting Emergency Relief – Haiti Earthquake or by texting GIVE10 to 20222 to make a one-time $10 donation.

Doctors Without Borders

Doctors Without Borders has mobilized a large emergency response in Haiti to provide surgery and basic care to as many victims as possible. Support their efforts by making a donation online.

Oxfam America

Oxfam is responding in areas hardest hit by the disaster with water, shelter, sanitation and public health services. Make a one-time $10 donation to Oxfam's Haiti Earthquake Response Fund by texting OXFAM to 25383, or visit their website to make a contribution of any amount.

Samaritan's Purse

Samaritan's Purse is sending cargo planes daily to Haiti carrying personnel, equipment, medicine, water filtration systems and other critically-needed relief supplies such as blankets, hygiene kits and materials for temporary shelter. Support their efforts by donating online.

UNICEF

UNICEF is deploying food, clean water, medical and sanitation supplies and temporary shelter to Jacmel and Port-au-Prince. They will also help protect children that have been separated from their families. You can help by making a donation on the UNICEF website or via Google's Support Disaster Relief in Haiti page using Google checkout.

World Vision

Donations to World Vision's Haiti Earthquake Relief Fund will help the organization rush emergency supplies, such as food, clean water, blankets, tents and more, to survivors of the catastrophe.

Yele Haiti

Yele Haiti is a grassroots organization founded by musician Wyclef Jean. Text YELE to 501501 to send $5 to the Yele Haiti Earthquake Fund. You can also make a donation of any amount online.

Donate today.

Fame Foundry encourages you to take few minutes of your time and donate today. Making a financial contribution is the best way to help in the wake of disaster. Cash can be transferred quickly, allowing relief organizations to obtain exactly what is needed while making the most efficient use of resources such as transportation, manpower and warehouse space that are scarce in times of crisis. Every contribution – no matter the amount – counts when need is greatest. As an added benefit to you, any cash donation made to the Haiti relief effort through February 28, 2010, is eligible for deduction on your 2009 tax return, thanks to special legislation passed by Congress. As always, be careful of solicitations you receive via e-mail, phone, Facebook and Twitter. When you are ready to make your contribution, it is always safest to do so directly through the charity’s authorized website. If you have concerns about any charitable organization, you can visit Charity Navigator or the Better Business Bureau’s Wise Giving Alliance to view ratings and evaluations.

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